Customer Success Manager

Ripjar; London; Remote; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is looking for a dynamic Customer Success Manager to join their innovative team. This role is pivotal in ensuring customer satisfaction and long-term success with their products. You'll be responsible for building strong relationships, guiding clients through onboarding, and driving customer adoption. With a focus on collaboration across departments, you'll help enhance customer training programs and support the overall growth of the Customer Success function. Enjoy a fully remote working environment with generous benefits including 25 days of annual leave, private healthcare, and the latest technology to ensure your success.

Benefits

25 days annual leave plus birthday off

Fully remote working

Life assurance

Private Family Healthcare

Employee Assistance Programme

Company pension contributions

Enhanced maternity/paternity pay

Latest tech including MacBook Pro

Well-stocked pantry in office

Qualifications

• 2-3 years experience in system implementation or change management.
• Minimum of 3 years in a Customer Success Manager or similar role.

Responsibilities

• Build and maintain strong relationships with customers.
• Guide clients through onboarding and ensure effective product usage.
• Track KPIs and provide reports on customer health and satisfaction.

Skills

Customer Success Management

Communication Skills

Analytical Skills

Problem-Solving Skills

Relationship Management

Education

Degree in Computer Science

Degree in Business

Job description

The role

We are seeking a dynamic, results-driven, and customer-centric Customer Success Manager to join our newly formed Customer Success team, reporting to the SVP, Global Head of Customer Success. The ideal candidate is passionate about customer service, satisfaction, and success, with excellent communication skills. This is an exciting opportunity to play a pivotal role in the development and support of the Customer Success functional rollout.

What You'll Be Doing

As a Customer Success Manager, you will ensure that our customers are set up for long-term success and have a positive experience with our products and services. You will drive customer adoption and loyalty by educating our customers on how to get the most out of Ripjar while building strong relationships throughout the lifecycle of the account.

You can also expect to:

• Build and maintain strong relationships with customers, understanding their specific needs and goals
• Guide new clients through the onboarding process and ensure they understand how to effectively use the Ripjar product
• Identify and address potential issues before they escalate, providing solutions and support
• Collaborate with other departments in the company to achieve customer satisfaction and resolve customer issues in a timely fashion
• Help customers understand and realize the full value of the product and how it aligns with their goals
• Track key performance indicators (KPIs) and provide reports on customer health and satisfaction
• Lead customer engagement initiatives such as executive business reviews and feature request meetings
• Collaborate closely with Product and Engineering to improve the product and user experience based on customer feedback
• Work with Sales to identify opportunities to up-sell and cross-sell additional products
• Enhance customer training programs
• Support the SVP, Head of Global Customer Success, in building out the function

Requirements

Skills and Experience:

• Degree in computer science, business, or relevant experience, with authorization to work in the country of hire
• 2-3 years' experience in system implementation or change management, supporting a range of customers from SMB to Enterprise
• Minimum 2 years working in a SaaS and Enterprise software company
• Minimum of 3 years in a Customer Success Manager/Relationship Manager/Account Manager role
• Experience working with clients in the AML/KYC domain is preferred
• Excellent communication and interpersonal skills
• Strong organizational, analytical, and problem-solving skills
• Demonstrated client relationship, communication, and presentation skills
• Ability to travel, as travel between our office and client premises may be required

Benefits

Why we think you'll enjoy it here:

• Competitive salary DOE
• 25 days annual leave plus your birthday off, rising to 30 days after 5 years of service
• Fully remote working with occasional travel
• Life assurance
• Private Family Healthcare
• Employee Assistance Programme
• Company contributions to your pension
• Enhanced maternity/paternity pay
• The latest tech, including a top-of-the-range MacBook Pro
• Offices equipped with well-stocked pantries with food, snacks, and drinks when in the office